CramCard Flashcards
In terms of mutual readiness:
Which type of relationship has the following requirements:
crucial to conduct capabilities, maturity, and past performance audits of the service provider
Basic Relationships
In terms of mutual readiness:
Which type of relationship has the following requirements:
crucial for the customer to be ready to change, and for the service provider and customer to be ready to collaborate
Partnerships
Define the type of relationship:
are transaction in nature, minimize information-sharing, provide a single channel of communication, and are primarily price-driven
Basic Relationships
Define the type of relationship:
treat the service provider as a trusted advisor, there are multiple channels of communication, information sharing is limited, and forecasts are performed independently (not jointly)
Cooperative relationships
Define the type of relationship:
establish a deep sense of trust, both parties value the other, join investments are made, joint activities are performed, a free exchange of information occurs, and there are large barriers to exit the relationship
Partnerships
is any time a potential service consumer or service consumer encounters the service provider and/or its products
Touchpoint
is a value co-creating reciprocal action between a provider/consumer
Service Interaction
A fictional, yet realistic, description of a typical or target customer or user of a service or product
Persona
Identify the correct phase of customer journey:
Customer
Build Relationships
Service Provider
Understand customer needs and build relationships
Engage
Identify the correct phase of customer journey:
Customer
Understand need and value and identify service providers
Service Provider
Understand and target market, and identify customers
Explore
Identify the correct phase of customer journey:
Customer
Specify requirements
Service Provider
Shape demand, design service offerings, sell services
Offer
Identify the correct phase of customer journey:
Customer
Negotiate and agree service utility, warranty and experience
Service Provider
Negotiate and agree service utilitym warranty and experience.
Agree
Identify the correct phase of customer journey:
Customer
Procure and perform customer transition
Service Provider
Plan and execute provider transition activities
Onboard
Identify the correct phase of customer journey:
Customer
Consume service and engage in the service interaction
Service Provider
Provide service and engage in the service interaction
Co-Create
Identify the correct phase of customer journey:
Customer
harvest, track, monitor and validate value,evaluate journey
Service Provider
harvest, track, monitor and validate value,evaluate journey
Realize
allows a service provider to target a customer with specific needs/desires
Market Segmentation
Which segmentation method is based on the geographic, demographic, behavioural and psychographic of a customer?
Characteristic-Based
Which segmentation method is based on customer needs?
Needs-based
is a method of tracking service consumer behavior in order to understand consumers’ needs and to enable targeted marketing campaigns
Profiling
Risk assessments are conducted in which step of the customer journey?
Explore Step
Which supplier model manages all vendors and coordinates the SIAM function itself?
Retained Organization
Which supplier model provides all services as well as the SIAM function
Single Supplier
Which supplier model Provides the SIAM function and one or more delivery functions in addition to managing other vendors
Service Guardian
Which supplier model Provides the SIAM function and manages all the other suppliers, even though the vendor does not deliver any services to the organization
Separate Service Integrator
Which listening modes is being described?
Attention is given on how the subject affects the listener
Internal listening
Which listening modes is being described?
is focused on the other person without much attention given to the outside world•Provides a level of empathy, clarification, and collaboration
Focused listening
Which listening modes is being described?
includes everything that can be observed through all senses•Ability to instantly assess an atmosphere and monitor how it changes in response to their actions
Global listening
is a workload profile of one or more business activities and is used to help the service provider understand and support different levels of consumer activity
Pattern of Business Activity (PBA)
is a collection of related user stories that represent a whole area of functionality or capability that a product or service owner needs
Feature
is a technical prerequisite for a feature that supports exploration, architecture, infrastructure, or compliance
Enabler
_________ characteristics are based on the resources of the respective products or services•Functionality, performance, architecture, interfaces, compatibility, or cost
Inherent
_________ characteristics are defined as part of the service and service offering design•Price, risk, compliance, transparency of delivery, monitoring, reporting, or flexibility
Assigned
_________ characteristics describe functions performed by people and other resources of the service provider or service actions•Connection to global voice network (y/n)•% of calls where connection interrupted
Utility
________ characteristics describe the level of assurance that the agreed utility will be provided in the agreed conditions•Minimum download speed (>5mbps)•% of availability over a month (>99%)•Maximum service restoration time (<12 hr
Warranty
_________ characteristics are related to the service interface performance and indicate user satisifaction•# and frequency of user errors•# and frequency of dropped actions•# of users who cancel a subscription
Experience
Meet frequently throughout the day to review incoming work, select quick-to-complete items, and validate that correct information has been recorded for work that requires onward assignment
Dispatch Swarms
Convene on a regular or ad-hoc basis at the request of product or service specialists who need input from members of other specialist groups, thereby avoiding delays as work items get reassigned between teams and queues
Backlog swarms
Experts are either made continuously available or they continuously monitor the activity of other teams in order to decide if and whento get involved
Drop-in swarms
Identify the type of technology:
Tech supports provider in provisioning
Technology-Assisted
Identify the type of technology:
Both provider and user access same tech to conduct provisioning
Technology-Facilitated
Identify the type of technology:
Service provided without provider and the user in same physical proximity
Technology-mediated
Identify the type of technology:
Tech represents provider, consumer, or both
Technology-Generated
is a measure that either directly or indirectly indicates the situation or level of a specific aspect of service value
Indicator
are any characteristic of value that is expressed in quantifiable units based on data
Metrics
is used to link performance and output indicators to outcomes
Value Driver Framework
is a model for linking performance and output indicators to service outcomes based on profit and revenue growth
Service Profit Chain
